VP, Customer Service Ops - Video Repair Centers
Location:
Colorado Springs , Colorado
Posted:
September 10, 2017
Reference:
190945BR
VP, Customer Care Operations
Charter (NASDAQ: CHTR) is a leading broadband communications company and the second largest cable operator in the United States. Charter provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business™ similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. Charter's advertising sales and production services are sold under the Spectrum Reach™ brand. More information about Charter can be found at www.charter.com.
PURPOSE
This position is to provide support to the Group Vice President responsible for a multi-site call center organization. The primary objective is to continuously improve the customer care and employee experience in achievement of all performance metrics including but not limited to customer satisfaction/experience, process improvements and efficiency.
JOB SUMMARY
Position responsible for providing leadership and day-to-day management of all areas of multiple call centers including but not limited to customer satisfaction; enhancing the customer experience; managing the call center financial budget and forecast; and leading the Center’s service, workforce management, IT, human resources, facilities, training and operations teams. This position is also responsible for insuring all Company policies, procedures, quality standards, and local, state and federal regulations are maintained and enforced.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

With direction from the Group Vice President, serve as a liaison between site leaders in multiple Customer Service centers to establish consistency, standardization and alignment.
Bridge and provide data and analysis on key performance KPI and financial performance for the call centers.
Participate in strategic planning discussions. Arrange and organize key financial data and results for centers in one merged presentation monthly for review by leaders.
Provide communication and key updates to site leadership on changes and priority issues as needed.
Work closely with Operational Readiness and Operational Effectiveness teams to ensure initiatives and projects are well represented. Collaborate with site leadership to ensure they are executed successfully.
Consolidate long term staffing planning and hiring results. Oversee hiring and staffing results for call centers based on workforce capacity and schedule adherence requirements.
Assess and monitor suite of desktop tools for effectiveness and reliability. Work closely with development teams on needed enhancements and/or bug/problem fixes.
Serve point on ECAFs and other executive escalations working with local teams to ensure proper investigation, timely resolution and follow-up. Implement tracking of root cause trending and dissemination of this information to key members of leadership for corrective planning purposes.
Participate in overall facilities planning process specific to site expansion, consolidation, moves, etc.
Assist in the preparation and management of capital budget, operating budget, and expense management for assigned areas.
Provide general project management support for GVP initiated projects and other Care initiatives


OTHER DUTIES AND RESPONSIBILITIES
Significant day-to-day autonomy and ability to make decisions consistent with operations plans and budgets.
Significant individual initiative and proven ability to lead a team with minimal direct supervision and maintain all company mandated scope of support rules, rules of engagement for agents/teams to adhere to company procedures.
Ability to support in delivery against long and short term objectives – Service Level, Customer Satisfaction, First Call Resolution, Dispatch Rate, Average Handle Time and productivity goals
Customer communication decision making
Call routing/customer handling strategies
Resource allocations
Work cross functionally with other Customer Operations teams including Sales, Retention, Billing & Collections, Business Planning and Human Resources.
PREFERRED QUALIFICATIONS
General Skills / Abilities and Knowledge
Strong customer focus and proven customer advocacy
Proven success in Call Center management experience - proficiency in utilizing technology (workforce productivity software)
Knowledge of key elements that comprise the end-to-end customer experience
Excellent communication skills - written, verbal and interpersonal communication skills across all levels of the organization

Experience in analyzing data, creating and managing call center financial budgets, developing strategies/processes and implementing applications required
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects simultaneously
Ability to prioritize and organize effectively
Mature judgment and individual initiative
Ability to lead and motivate others
Proven track record of developing staff and maintaining a high standard of employee relations
Ability to use personal computer and software
Knowledge of broadband products and services


Education
Bachelor's degree or equivalent in experience required. Master’s degree preferred.


Work Experience
7-10 years – call center management, large operations (350 – 650 employees), service focused environment.
Related Work Experience Number of Years
Cable Industry Leadership Experience 10
General Management Experience 10
Customer Care Call Center Experience 10
Call Center Leadership Experience 6




WORKING CONDITIONS
Office environment
Travel required (up to 60%)

A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.

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